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Still waiting. still nothing. application still “pending”.
Agent logged a complaint but didnt seem to think it would achieve anything.
Not sure what else I can do ?!
8 days and counting anyone got any idea who to contact?
I had a different problem last month. Try tweeting them @Barclays UK Help. That seem to be manned by a team, or can forward it to a team that actually knows whats going on. Their phone in helpdesk seems to be staffed by muppets – 3 cases raised in 3 weeks resulted in absolutely no feedback until I got in touch with their social media team.
A formal complaint was what dislodged my blocked application. As an existing customer of Barclays I had standing to complain which others might not. Every other prior contact was futile.
I had a different problem last month. Try tweeting them @Barclays UK Help.
Many thanks. I messaged them Wednesday, and the twitter team called me the next day – listened and made notes, and said they would lodge a complaint with the executive team who would look into it. And promised to stay on top of it, and get back to me.
Received text with the Complaint Ref number soon after
24 hours later and I just got an email with the confirmation that my application was successful etc……
Either a MASSIVE coincidence, or the Twitter team / official complaint did dislodge the application…..
To conclude, just had a good call from the Exec Complaints Team.
They confirmed a known system issue at their end is stopping some applications dead. Hence why I had no credit checks even showing on my file.Nothing to do with anomalies in data/applications etc. Nothing to do with Barclays running more checks than any other institution.
They offered me compensation, and confirmed my card has been sent out today.
So, definitely worth reaching out to their Twitter/X help team, to start a complaint. They managed to fix the hold up in 2 days.
Just to add to this. I applied (second time to have this card with the 24 month wait). Heard nothing in the 5 days I was told I would . Went onto x.com and was telephoned by one of the team who tried to chase it up. All in all it took another three weeks before I went back to them asking how I lodge a formal complaint, that was yesterday. Had a call back yesterday afternoon saying it is a known issue and the application is stuck in the ether. Lady I spoke with said she would refer it and ask them to manually process. Email at 7am this morning welcoming me to Barclaycard.
Data point from me… 3 weeks into my application and after multiple calls to CS team (who seemingly have no actual insight into application status), I lodged a complaint. The complaint was about more than just application processing time, but not relevant for here.
Heard back from complaint team after a few days, and they admitted there’s been an ongoing bug in the system since around December, where some applications that are “referred” for extra investigation get “stuck in a loop”. Apparently the internal application tracker shows that documents have been sent out to the customer requesting more info, but no documents are ever sent. The complaints agent has escalated my application for fully manual processing and I’ve been told I’ll hear within 2 working days.
Summary … complaints agent told me there is an issue in the system, they are aware it’s been ongoing for months and that they are working to fix it (albeit slowly, it seems).
I’ve been told I’ll hear within 2 working days.
Hi there – Just wondering if you actually did hear back? And how you managed to get through to the complaint team? I’ve phoned CS three times, had exchanges with the X/media help team 3 times, logged a complaint via that team, and written/posted two formal letters of complaint about the lack of response to my application 7 weeks ago… and nothing.
I’ve been told I’ll hear within 2 working days.
Hi there – Just wondering if you actually did hear back? And how you managed to get through to the complaint team? I’ve phoned CS three times, had exchanges with the X/media help team 3 times, logged a complaint via that team, and written/posted two formal letters of complaint about the lack of response to my application 7 weeks ago… and nothing.
Yes, I had an email confirming the application success two days after the call from the complaint manager, and he called to follow-up with me two days after that. Once they had spotted that my application was “stuck in a loop”, it was all handled really quickly and professionally.
I lodged my complaint via the general customer service call centre. They went through the details of the complaint with me (background, reason to complain and my desired outcome – which was that I don’t want compensation, I just want the application processed, and to know that someone was investigating the obvious IT issues). They gave me a complaint reference number and that was that.
Thanks very much for sharing all of that… I shall soldier on!
Same thing for me today. Waiting 7 weeks now. 2nd call to CS to be told it has been referred up to a team with no idea why which what they told me last time. They apparently cannot contact this team to ask why. I Asked to lodge a complaint but not holding out hope as they cannot email a reference number for either the application or the complaint as they are not allowed to email. Asked how I can withdraw the application and they couldn’t help. 45 mins on the phone going around in circles. I do not use X so kind of stuck now. Will see if asking to lodge a formal complaint helps
… as they cannot email a reference number for either the application or the complaint as they are not allowed to email.
The CS agent who lodged my complaint was more than happy to email me both my application and complaint reference numbers. Maybe we were talking to different call centres?
… as they cannot email a reference number for either the application or the complaint as they are not allowed to email.
The CS agent who lodged my complaint was more than happy to email me both my application and complaint reference numbers. Maybe we were talking to different call centres?
It does sound like you got through to a magical call centre. I just phoned again, hoping to get through to the complaints department, but they said the only way I can contact them is through a writing to a PO Box, which I did 3 weeks ago and haven’t heard anything. I asked this rep about looking into any potential IT or other issues but he said he couldn’t help with that and all I can do is write to that address that I’ve already written to (as well as to another address that another support rep gave me a couple weeks ago). I am admitting defeat. 🙁
Got an email yesterday confirming my application was successful. When I spoke to CS on Tuesday I asked to speak to a manager and she said she would lodge the complaint so it must have worked.
I just phoned again, hoping to get through to the complaints department, but they said the only way I can contact them is through a writing to a PO Box
You do not need to talk to a specific “complaints department” to lodge a complaint. Any call centre staff member will be able to (and I believe is obliged to) lodge a formal complaint on your behalf and give you a complaint reference number. At this stage, is sounds like you have grounds for lodging a complaint about your previously lodged complaint!
For reference, the number I called is listed under the heading, “Checking your Barclaycard application status” on the Barclaycard “Contact Us” page. In my experience, call during Mon-Fri business hours to get the team with the most system access:
https://www.barclaycard.co.uk/personal/contact-us2 months and 3 week later after another complaint on X i got told my application was canceled because i never replied back to a letter i had been sent(never received)
What a shower of !!!
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